DURATION: 3 Days
This course covers the core service management activities and expands beyond the current scope of ITIL v3 to cover the ‘creation’ of services.
Learning Outcomes:
- Understand how to plan and build a service value stream to create, deliver, and support services.
- Learn the concepts and challenges that relate to organizational structure, team capabilities, roles, and culture across the SVS.
- Understand the value of positive communications.
- Understand the planning and management of resources in the SVS.
- Understand the value and use of IT across the SVS.
- Discover how relevant ITIL practices contribute to creation, delivery, and support across the SVS and value streams.
- Learn how to design, develop, and transition a value stream using ITIL practices.
- Learn how to better provide user support using ITIL practices.
- Learn how to create, deliver, and support services.
- Discover how to prioritize, structure, and coordinate work and activities.
- Understand buy versus build considerations, sourcing options, and service integration management (SIAM).
Who Should Attend?
This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery.
Roles include: Service Desk Directors/Managers; IT Infrastructure & Support Directors/Managers; Problem, Change, and Release Managers; DevOps Directors/Managers; Continual Improvement Program/Project Directors/Managers; Senior Service & Support Analysts; Process/Practice Owners; Service Level Management Directors/Managers.
Prerequisites:
For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course. To look at available dates for the ITIL 4 Foundation Certification Course, click here.
DAY 1
- Service Management Introduction.
- Latest Industry Trends.
- Importance of Service Management.
- Transformation of ITIL Service Lifecycle (ITIL V3) to Service Value System (ITIL 4).
- IT Service Management Key terms (aligned with ITIL 4).
- Understand how to plan and build a service value stream to create, deliver and support services.
- Understand the concepts and challenges relating to the following across the service value system:
- Organizational structure.
- Integrated/collaborative teams.
- Team capabilities, roles and competencies.
- Team culture and differences.
- Working to a customer-orientated mindset.
- Employee satisfaction management.
- The value of positive communications.
- Understand how to use a ‘shift-left’ approach.
- Know how to plan and manage resources in the service value system, including:.
- Team collaboration and integration.
- Workforce planning.
- Results based measuring and reporting.
- The culture of continual improvement.
Understand the use and value of information and technology across the service value system, including:
- Integrated service management toolsets.
- Integration and data sharing.
- Reporting and advanced analytics.
- Collaboration and workflow.
- Robotic process automation (RPA).
- Artificial intelligence and machine learning.
- Continuous integration and delivery/deployment (CI/CD).
- Information models.
DAY 1: PRACTICE QUESTIONS & ANSWERS
DAY 2
- Know how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams.
- Know how to use a value stream to design, develop and transition new services.
- Know how the following ITIL practices contribute to a value stream for a new service and the following .
- Service design.
- Software development and management.
- Deployment management.
- Release management.
- Service validation and testing.
- Change enablement.
references from the practice guidance):
- Know how to use a value stream to provide user support.
- Service desk.
- Incident management.
- Problem management.
- Knowledge management.
- Service level management.
- Monitoring and event management.
Know how the following ITIL practices contribute to a value stream for user support and the following references from the practice guidance):
DAY 2: PRACTICE QUESTIONS & ANSWERS
DAY 3
- 8 Know how to create, deliver and support services.
- Know how to co-ordinate, prioritize and structure work and activities to create, deliver and support services, including.
- Managing work as tickets.
- Prioritizing work.
- Understand the use and value of the following across the service value system:
- Buy vs build considerations.
- Sourcing options.
- Service integration and management.
DAY 3: FULL LENGTH MOCK QUESTION SET